Service Delivery Specialist | FSGG

I. Key Responsibilities Help create, review, and improve Service Level Agreements (SLAs) Conduct regular SLA reviews and assist with updates or renegotiations when needed Turn customer requirements into clear instructions for service delivery teams Handle service escalations quickly to reduce impact on customers Keep clients informed on incidents, service requests, issues, and changes Prepare and share service performance reports Build and maintain good working relationships with clients Make sure services are delivered according to agreed SLAs and quality standards Support and oversee day-to-day service delivery to meet business goals Review customer feedback and suggest improvements to fix service gaps and bottlenecks II. Qualifications Bachelor’s degree in ICT or any related 4- or 5-year course At least 2 years’ experience in technical support (preferred) At least 2 years’ experience in service delivery, customer-facing roles, or project management (preferred) Background in ICT service or project management is a plus ITIL certification is an advantage Fresh graduates are welcome to apply Basic knowledge of ICT, networking, and information security